The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What "Enter QC Queue" does
Enter QC Queue is a second menu link that routes to the same place as Show QC Campaigns, giving reviewers a faster way into the audit list.
How VICIdial matches a recording to a QC call
The QC screen matches the call's uniqueid to a recording, falls back to the closest one when there is no match, and lists every recording for the lead.
What the "Show QC Campaigns" screen shows
The Show QC Campaigns screen lists every QC-enabled campaign, its review statuses, and links straight into the leads waiting in audit.
How to Add a QC Scorecard
Add a new VICIdial QC scorecard with the three-field form on the QC Scorecards page, then add checkpoints so it can be used.
What QC Expire Days does to unclaimed calls
QC Expire Days sets how long an unclaimed review call stays available before it drops off the queue. Claimed calls do not expire.
How to order and activate QC checkpoints
The Order field sets where a checkpoint appears, and Active decides whether it shows at all. Here is how both behave.
How to build a QC scorecard from checkpoints
A QC scorecard is just a list of checkpoints. Here is how to add them, order them, and make the scorecard usable.
VICIdial QC Scorecard Explained
A QC scorecard is a named list of scored checkpoints a reviewer works through while grading a recorded call.
How checkpoint points work when scoring a call
Each QC checkpoint has a maximum point value, and the reviewer enters any whole number up to it. Here is how scoring works.
What each QC checkpoint field means
Every QC checkpoint has six fields. Here is what Order, Active, text, Points, Instant kill, and Admin notes each do.
When to use per-list QC overrides
A list can carry its own QC statuses and scorecards that beat the campaign's - handy when one list needs different review rules.
What VICIdial Quality Control is and when to use it
A plain tour of VICIdial Quality Control: the enable switch, claim limits, status templates, scorecards, priority, and the review flow.
How to Create a QC Template Settings Container
Step-by-step guide to building a QC_TEMPLATE settings container in VICIdial so the right dispositions feed your quality control queue.
What QC checkpoint Admin notes are for
Admin notes are private comments on a QC checkpoint that the reviewer never sees. Here is how to use them well.
How to Delete a QC Scorecard Safely
Delete a VICIdial QC scorecard with the DELETE button and its confirmation prompt, and know when to deactivate instead.
Diagnosing LAGGED spikes by server with the summary chart
Use the Agent LAGGED Report and the LAGGED Summary chart to spot lag clusters on a timeline, tie them to one server, then check latency.
How VICIdial picks QC settings when they conflict
When a call qualifies for QC under more than one level, VICIdial follows a fixed order - ingroup beats list beats campaign.
What the QC Claim Limit setting does
QC Claim Limit caps how many unfinished review calls one agent can hold at once, keeping the queue moving instead of stalling.
What the "Instant kill" checkpoint option does
Instant kill lets one QC checkpoint fail an entire call, no matter how every other checkpoint scored. Here is when to use it.
How to set up VICIdial Quality Control in 7 steps
A plain walkthrough of the seven steps that take VICIdial Quality Control from a hidden feature to calls being scored and reported.
VICIdial QC Status Template Explained
A QC status template is a list of dispositions that decides which finished calls land in the quality control queue for review.
How to Activate or Deactivate a QC Scorecard
Toggle a VICIdial QC scorecard on or off with the Active checkbox on the QC Scorecards page, no form submit needed.
How to apply QC settings to a list or ingroup
Lists and inbound groups carry their own QC statuses and scorecards - here is where those settings live and why you would use them.
How to trace one bad call end to end across the log reports
Follow a single problem call through the Dial Log, Hangup Cause, Carrier, Caller ID, and AMD reports in order to find the real cause.